Survey Report: What Contact Centres Are Doing Right Now (2022 Edition)

2022 has seen the world attempt to return to the new normal and continue to adapt to the ongoing impact of the past two years.

Contact centres across the industry are continuing to develop their working models in the era of the ‘Great Resignation’, as well as managing new people, processes, and technology challenges, not to mention those old issues that stubbornly persist.

With this in mind, we wanted to find out what contact centres are doing right now.

To answer this question, we surveyed Call Centre Helper readers throughout July and August 2022, to uncover the latest and exciting contact centre insights from our annual survey. With 294 contact centre professionals taking part, we are delighted to share the results with you.

Run in partnership with NICE, this survey focuses on critical contact centre areas such as technology, metrics, planning and customer feedback.